Professional Documents
Culture Documents
28 October 2020
1 Preliminaries
I refer to the appointment of Tim Norman and myself as Joint and Several Administrators and subsequently
Joint and Several Liquidators of the Company on 21 August 2020 and 25 September 2020 respectively.
The Liquidators have prepared a summary schedule enclosed as Annexure A outlining the different types
of customer claims and recommended next steps. Please read this update carefully.
The business of STA Travel is now closed and all staff have been made redundant. Unfortunately, the
Liquidators are unable to assist customers with individual enquiries regarding the status of their booking.
Consequently, customers are encouraged to contact travel providers directly regarding any booking that
existed at 21 August 2020.
i. Refunds that had been requested by customers and were being facilitated by STA Travel with
the travel providers prior to 21 August 2020 (date of the appointment of the Voluntary
Administrators)
The Liquidators are presently in control of STA Travel and are entitled and obligated to take all reasonable
steps to recover debts due and payable to STA Travel which arose prior to the appointment. This includes
refunds for cancelled travel booked by STA Travel on behalf of its customers. The Liquidators have actively
sought refunds from travel providers where customer refunds had been requested by the customer and were
being facilitated by STA Travel up to the date of the appointment of the Administrators. Impacted customers
will be notified in due course regarding customer refunds received by the Liquidators and the subsequent
distribution process which will be subject to a Court application.
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ii. Customer bookings that existed at 21 August 2020 where a refund had not been requested
by the customer and was not being facilitated by STA Travel
It is our understanding that the travel providers have a direct contractual relationship with STA Travel’s
customers. Consequently, the Liquidators’ have sought confirmation from each travel provider that they will
honour these bookings according to their terms and deal directly with those customers going forward in
relation to tickets, cancellations, variations and/or refunds. STA Travel was the agent of the travel provider
resulting in the customer entering into a contract with the travel provider in respect of the supply of the
relevant travel product.
The Liquidators have sought an undertaking in writing from the respective travel providers that they will
honour all customer bookings according to their terms and deal directly with those customers going forward.
For airline tickets, this extends to both International Air Transport Association (IATA) and Student Air Travel
Association (SATA) customer bookings.
A copy of the Notices sent to airlines and other travel providers are posted on our website which are available
via the following link: www.deloitte.com/au/STATravelAU.
iii. Customers holding a credit note; crisis recovery voucher and / or gift card issued by STA
Travel or customer refunds that had been deposited by travel providers with STA Travel prior
to the appointment of Administrators
The effect of our appointment is to place a moratorium on the payment of unsecured creditors' accounts in
relation to debts incurred up to the date of our appointment. This extends to customer claims by virtue of
customers holding a credit note; crisis recovery voucher and / or gift card issued by STA Travel or customer
refunds that had been deposited by travel providers with STA Travel prior to the appointment of
Administrators.
Unfortunately, it is likely that your claim with rank as unsecured against the Company. The Liquidators
request that customers in this category lodge a Proof of Debt or Claim Form. This Form is available via the
following link www.deloitte.com/au/STATravelAU and once completed should be sent with supporting
documentation via email to STATravel@deloitte.com.au. If you have already lodged a claim, you do not need
to lodge a further claim unless the amount of your claim has changed.
Customers might be eligible for a chargeback via their financial institution subject to the relevant scheme
rules. Customers should be aware that it is our understanding that under the relevant scheme rules, a
chargeback can be denied by the end merchant where customers are able to either receive the good or
service that they paid for, or receive a refund for same. Given this, we strongly encourage customers to
contact the relevant airline, land or tourism operator prior to making a chargeback request.
Customers are also encouraged to check the terms and conditions of any travel insurance they may have
purchased as part of their travel arrangements.
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Customers are also advised that if they have lodged a successful chargeback and / or travel insurance claim
for the full amount of their customer booking, they are no longer a creditor of the Company. Customers are
requested to contact the Liquidators office at STATravel@deloitte.com.au providing an update should this
occur.
Please note the Liquidators are unable to address specific enquiries relating to customers’ ability to recover
funds from third parties including travel providers, insurers and financial institutions.
Enclosed at Annexure B and Annexure C are schedules of contact information for air vendors and non-air
vendors respectively. This contact information is provided only as a guide to assist affected customers. The
Liquidators have not verified the contact information provided in the attached schedules and make no
warranties regarding its completeness nor its accuracy.
Customers with bookings with the following travel providers will be provided with separate communications:
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6 Contact details for consumer agencies
Should a customer believe that their travel provider has not remedied their situation sufficiently, customers
may wish to consider contacting the relevant consumer protection agency that can provide information about
your rights and options.
Northern Territory
NT 1800 019 319 https://consumeraffairs.nt.gov.au/
Consumer Affairs
Consumer Affairs
VIC 1300 55 81 81 https://www.consumer.vic.gov.au/
Victoria
Department of Mines,
https://www.commerce.wa.gov.au/consumer
WA Industry Regulation and 1300 304 054
-protection
Safety
7 Disclaimer
This communication contains general information only, and none of Deloitte Touche Tohmatsu Limited
(“DTTL”), its global network of member firms or their related entities (collectively, the “Deloitte
organisation”) is, by means of this communication, rendering professional advice or services. Before making
any decision or taking any action that may affect your finances or your business, you should consult a
qualified professional adviser.
Yours faithfully
Jason Tracy
Joint and Several Liquidator
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Annexure A
The following schedule has been prepared to outline the three broad categories of customer claims and the associated risk of customer monies not
being returned in full.
Lodge a Proof
Contact travel
of Debt or Claim
Category Description provider Risk profile Comment
Form
(a)
(b)
Customers holding a credit note; crisis recovery There were limited free funds
voucher and / or gift card issued by STA Travel or available on appointment that
iii. customer refunds that had been deposited by travel
providers with STA Travel prior to the appointment of
High are subject to competing
claims and will also be subject
Administrators to a Court application
Notes:
(a) It is recommended that customers contact their travel provider. Enclosed at Annexure B and Annexure C are schedules of contact
information for air vendors and non-air vendors respectively. This contact information is provided only as a guide to assist affected customers.
(b) The Liquidators request that customers in categories i and iii lodge a Proof of Debt or Claim Form. This Form is available via the following link
www.deloitte.com/au/STATravelAU and once completed should be sent with supporting documentation via email to STATravel@deloitte.com.au.
Customers are advised that they are not required to submit a further Proof of Debt or Claim Form with the Liquidators office unless the amount
that the customer is claiming has changed.
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Annexure B
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Annexure B
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Annexure C
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Annexure C